FIELD: call checkup system in automatic call distribution systems.
SUBSTANCE: proposed method and device involve following stages: stage 34 for organizing call servicing set of profiles incorporating images of voice signals associated with agent operation inconsistent with standard requirements, each voice signal image having respective threshold value; stage 40 during which digital signal processing unit 22 checks up first connection between agent's terminal 10 and client's terminal 20 for detecting voice signal images; stage 42 at which mentioned processor unit saves detection data in memory unit 26; stage 44 during which central processor unit 30 compares quantity of detected voice signal images within preset time intervals with that of detection threshold values upon detection of one of voice signal images to detect any excessive threshold value for making central processor unit 30 execute program of informing supervisor's terminal 14 and agent's terminal 10 about excessive threshold value to execute stage 32 for conducting session of direct checkup of first connection and stage 56 for transferring first connection to supervisor's terminal 14.
EFFECT: ability of comprehensive description of agent operation.
10 cl, 3 dwg
